Role Overview: The Collaboration & AV Technology Engineer is a critical role focused on the operational support and project delivery for all organisational Collaboration and Workplace systems. This position drives technological advancements through continuous improvement, automation, lifecycle management, and strategic planning. Due to the high-availability nature of these crucial systems, the role requires providing support during business hours and participating in an on-call rotation as directed.
Key Responsibilities and Deliverables
Technical Leadership & Operational Excellence
- Serve as a senior technical resource within the Workspace Collaboration Engineering team, consistently delivering expert support and ensuring high customer satisfaction.
- Maintain the availability, integrity, and confidentiality of Workplace and Collaboration systems through proactive monitoring, maintenance, and adherence to security best practices.
- Act as the Subject Matter Expert (SME) for all in-office technology platforms, managing implementation, configuration, and providing Level 3 engineering support.
- Oversee system performance and manage production availability to meet or exceed defined Service Level Agreements (SLAs).
- Efficiently manage incident and service request queues, ensuring prompt action and resolution within agreed-upon timeframes.
Strategy, Roadmaps & Continuous Improvement
- Contribute to defining the Collaboration system architecture and help establish the strategic direction and roadmaps for the domain.
- Apply an engineering perspective to roadmap development, which includes scoping activities, developing business cases, and securing organisational commitment.
- Drive initiatives focused on simplification, automation, and efficiency gains to continually reduce technical debt.
- Actively participate in planning sessions and team ceremonies, offering high-level engineering insights and continuous delivery support.
- Develop and update operational processes, procedures, standards, and methodologies, ensuring they align with industry best practices.
- Proactively identify and manage problem cases stemming from repeat incidents.
Project & Stakeholder Support
- Provide expert, seamless support to executive leaders and their teams, enabling effective hybrid collaboration experiences.
- Manage uplift projects across the Collaboration domain, including the onboarding, installation, and ongoing support of collaboration hardware and platforms.
- Contribute to the knowledge base by creating new technical documentation, design specifications, and updating existing processes.
Essential Skills and Experience
- Proven Experience: Demonstrated experience as a skilled engineer with a proactive, self-starting attitude, capable of working independently or in a team environment.
- Problem-Solving: Strong aptitude for complex problem-solving and the ability to conceptualise sophisticated Workplace and Collaboration system architectures.
- Video Conferencing Expertise: Advanced proficiency with modern video conferencing hardware and software, including Cisco solutions and Microsoft Teams Rooms (MTRoW / MTRoA).
- Collaboration Platform Mastery: Strong operational experience with Microsoft Office suite products, focusing on MS Teams, Outlook, and other standard desktop applications (Word, Excel, PowerPoint).
- Operating Systems: Experience supporting and troubleshooting in Windows 10, Windows 11, and MacOS environments.
- Endpoint & Peripheral Systems: Proficient in supporting desktop/notebook computers and associated peripherals (e.g., projectors, printers, mobile devices).
- IT Service Management: Experience using IT service management platforms (ServiceNow experience is preferred) and various monitoring tools.
- Communication: Exceptional interpersonal, written, and oral communication skills, with the ability to engage effectively with all levels of personnel.
- Planning & Execution: Proven ability to identify, scope, and plan technical activities, set goals, and develop action plans aligned with business priorities.
- Industry Awareness: Demonstrable knowledge of emerging trends in Collaboration and Property Technology platforms.
Qualifications and Background
- Experience in Agile methodologies and involvement in short, medium, and long-term strategic planning and roadmap development. Familiarity with the Atlassian suite (Jira, Confluence) is a plus.
- Extensive experience across a broader range of Collaboration platforms: Cisco Webex, Cisco Control Hub, Microsoft Teams Admin Center, Teams Pro Portal, and associated meeting room peripherals.
- Knowledge of Corporate Telephony systems (MS Teams Calling, SIP, VoIP protocols) and platforms like Cisco Unified Communications Manager (CUCM). Relevant certifications (CCNA, CCNP) are highly valued.
- Familiarity with the ITIL framework or prior experience working in an ITIL-aligned environment.
- Prior experience in a Service Desk capacity, supporting users both remotely and in person
At Randstad Digital, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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